Job Description

Job Purpose We are looking for an exceptionally talented Technical Support Engineer to join the skilled Technical Support team. The successful candidate will strive for operation excellence during hands-on support working with end users and stakeholders. The goals are to achieve resolution to incidents and problems within the private infrastructure and connectivity to SLAs, and to be part of a team continually improving the service offered. Job Responsibilities Helpdesk Support: Manage and respond to user inquiries and service requests promptly. Document issues, resolutions, and user interactions in a helpdesk ticketing system. Provide helpdesk support for operating system (eg. windows 10, Mac OS), Business application such (eg. MS Office 365, etc.) and mobile device setup, basic printer setup and support. Receive and log IT service requests and incidents into ticketing system, case monitoring to ensure close the cases within the SLA\'s. Managing multiple cases and activities as assigned by following SOP and provide pre and post activity report as and when required. Provide support to end users, provide troubleshooting and technical support via phone, and email. Prepare a generated operation report and documentation to ensure appropriate reporting and metrics are delivered to the Manager. Job Responsibilities (Con\'t) Provide Technical Support: Identifying hardware, diagnosing, repairing faults, software solutions and troubleshooting technical issues. Deploy, Install and configure set of hardware and software for new on-boarding users. Able to work ad hoc or project basis. Such as deployment, handover, standby, Go Live, corrective & preventive maintenance. Managing maintenance stock daily updates after usage. Provide technical support to other teams with resolution as and when needed or assigned. Following Standard Operating Procedure (SOP) for proper escalation based on Service Level Agreement (SLA). Job Responsibilities (Con\'t) Troubleshooting and problem solving for both IT hardware and applications. Escalate issues and involve second-tier support to resolve issues. Provide first-level networking support, video conference equipment health check and setup, basic telephone system support and assist IT related tasks. Coordinate internal IT related project, vendor management and assist system deployments / upgrades with the appropriate internal teams and suppliers. Able to provide remote support to end users, troubleshooting and technical support via phone, and email. Job Responsibilities (Con\'t) Impact / Accountability Education/Professional Qualification Diploma in Computer Science or Information Technology, Engineering Preferred 1 year of accumulated knowledge of Networking experience in a technical support/help desk environment / equivalent industry experience. Strong written and verbal communication skills including Bahasa Melayu, English, other languages an advantage. Ability to handle clients professionally during all interfaces. Professional Experience Basic understanding of Ethernet, TCP/IP routing, Mobile Data Communications and Radius. Strong technical and troubleshooting skills. Prior to at least basic experience in technical support or similar role. Able to work flexible hours including weekends; willing to travel. Competencies Risk Management Governance, Risk and Integrity: Understand, at minimal: The Group and BU/OU/Support Department governance structure and process; BU/OU/Support Department operating parameters; Laws, rules and regulations impacting BU/OU/Support Department area of operations; The Group\'s principles and requirements of the Group\'s Code of Business Conduct (COBC), Group Policies and Authorities (\'GPA\') and related policies and procedures. The basic application of risk management in the BU/OU/Support Department area of operations; [the above is collectively known as \'requirements\'] Drive, lead and/or assist in: Maintaining compliance to the requirements. Guiding others, where required. Raise concerns and seek guidance when in doubt.

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